This guide provides information on the Australian Consumer Law (ACL) for travel and accommodation businesses.

It covers key aspects of the law such as refunds and cancellations, focusing on issues where:

  • industry bodies have requested more detailed guidance for business
  • consumers frequently report problems to national, state and territory consumer protection agencies.

This guide is intended to reflect the consumer law at a point in time and does not reflect changes to the ACL which have occurred since initial publication. These changes include:

  • clarification that multiple minor failures with a good or service will constitute a major failure to comply with a consumer guarantee
  • changes to the definition of 'consumer'. For goods and services supplied from 1 July 2021, the threshold amount has increased from $40,000 to $100,000.

Note: This guide is not legal advice or a definitive list of situations where the ACL applies.